County Administrator HR Civil Service Board Clerk of the Circuit Court

Toll Operations Specialist

Recruitment #1805-TOPSSPEXPL-001

Introduction

The Tampa Hillsborough Expressway Authority (THEA) is a transportation agency of the State of Florida and owns, operates, and maintains the Lee Roy Selmon Expressway, Brandon Parkway, Meridian Avenue and the Selmon Greenway. Our mission is to provide safe, reliable, and financially-sustainable transportation services to the Tampa Bay region.

THEA is an enterprise agency where service to our customers and community is valued. THEA reinvests 100% of our toll revenues back into our community, providing our region with needed transportation choices.

The Tampa Bay region boasts an enviable quality of life with year round sunshine, a unique cultural heritage and a diverse business climate. For both individuals and companies alike, Tampa Bay offers accessibility, affordability and opportunity.

THEA is looking for new members to join its team who are aligned with our core values of commitment to stellar customer service; emphasis on safety and service in our roadway operations and to our customers and community and embracing diversity, transparency, and accountability.

IDEAL CANDIDATE PROFILE

The ideal Toll Operations Specialist will be team-minded and cultivate effective working relationships with other THEA staff, vendors and key personnel in order to mutually support all toll operations customer service and toll enforcement activities and to prepare and/or update toll-operations related procedure documentation and business rules.

JOB OVERVIEW

Under general direction and established guidelines, the Toll Operations Specialist is responsible for the resolution of tolling disputes and other toll enforcement procedures. The Toll Operations Specialist shall also support THEA’s video-based transaction processing operations and maintain a team minded working relationship with other THEA staff and vendors.

MINIMUM QUALIFICATIONS

Graduation from an accredited four year degree granting college or university.

OR

High School; and 
One or more years of experience overseeing a dispute resolution, customer service, fraud or fee recovery function.

JOB SPECIFIC COMPETENCIES

  • Knowledge of Federal, State, and Local regulations pertaining to toll operations and enformcement
  • Knowledge of the principles and practices of management
  • Knowledge of the principles and practices of providing stellar customer service
  • Knowledge of toll operation rules, procedures, and terminology
  • Skill in the effective use of time management practices
  • Ability and willingness to effectively use Microsoft Office suite
  • Ability to make sound decisions within a timely manner
  • Ability to carry out technical and analytical research
  • Ability to communicate effectively both verbally and in writing
  • Ability to produce, interpret, and assimilate data
  • Ability to work independently
  • Ability to establish and maintain effective working relationships with others within and outside THEA
  • Ability to have visual acuity correctable to 20/20, per FL Rule 14-100.001
  • Ability to pass a Level 2 security background check per FL Rule 14-100.001

REPRESENTATIVE DUTIES

Note: The following duties are illustrative and not exhaustive. The omission of specific statements of duties does not exclude them from the position if the work is similar, related, or a logical assignment to the position. Depending on assigned area of responsibility, incumbents in the position may perform one or more of the activities described below.

  • Serves as point of contact between THEA and its tolling financial back-office service providers to address customer service and toll enforcement related day-to-day operations. 
  • Interprets and responds to customer issues over the phone and in person and uses THEA’s toll operations systems to analyze customer accounts. 
  • Continuously identifies and evaluates opportunities to drive process improvements that have a positive impact on the customer’s experience with THEA.
  • Prepares and utilizes performance reports to monitor the efficiency of THEA’s tolling financial back-office providers and recommends changes to improve day-to-day operations. 
  • Supports and responds to issues reported by Florida’s Centralized Customer Service System (CCSS). 
  • Coordinates with CCSS and other toll authorities’ personnel to support customer service and toll enforcement operations. 
  • Prepares and assists in conducting image reviewer training. 
  • Monitors the weekly payroll and work schedules of the image review staff. 
  • Pro-actively manages daily image reviewer work assignments to maximize transaction processing throughput. 
  • Reports image quality issues related to in-lane equipment to the roadside operations department. 
  • Performs periodic quality reviews of the MIRA and toll transaction databases to ensure the following:
    • data input accuracy 
    • data consistency across databases
    • data is clearly defined
    • users have access to data concurrently, in a form that meets their needs, and 
    • verifies that databases provide for data security and recovery. 
  • Assists other THEA toll-operations functional units as required. 
  • Handles requests from executive-level management and THEA customers in a courteous, professional manner and ensures that all issues are resolved promptly and completely.
  • Assists with toll-operations related marketing initiatives.
  • Reviews data to ensure that the issuance of the following toll enforcement procedures are warranted: 
    • Vehicle Registration Hold with the Florida’s Department of Highway Safety and Motor Vehicles (DHSMV) 
    • Small Claims with the Florida Clerks of Court 
    • Uniform Traffic Citation (UTC) with the Florida Clerk of Court. 
  • Coordinates with the Local Enforcement Authorities, Tax Collector Office, County Court Systems, and Department of Highway Safety and Motor Vehicles in resolution of the above-mentioned toll enforcement procedures resulting from toll violations. 
  • Generates case evidence packages to support the above-mentioned duties. 
  • Schedules court appearances and generates evidence packages as necessary. 
  • Attends court hearings and trials, maintains the court-appearance schedule and testifies in court on behalf of THEA. 
  • Creates, maintains and disburses and/or schedules daily, weekly, and monthly court status reports and meetings. 
  • Enters and updates violation enforcement systems with complete and accurate notes on disposition of trials attended. 
  • Monitors activity of customers with repeat toll violation notices and provides recommendations to supervisor regarding enforcement action. 
  • Stays abreast with other toll authorities’ toll-operation business rules to propose changes and improves THEA’s tolling day-to-day operations. 
  • Assists the toll-operations department team in scheduling meetings, creating minutes and other administrative support tasks.
  • Analyzes THEA’s reporting requirements and develops a portfolio of reports using Microsoft Office.
  • Performs other related duties as required.

This classification description is not intended to be, nor should it be construed as an all inclusive list of the duties associated with a particular position. Management may require incumbents to perform job duties other than those contained in this document at any time.

Conclusion

VETERANS' PREFERENCE: The Civil Service Board and its client agencies value the service veterans and their family members have given to our country and support the hiring of returning service members and military spouses. Therefore, special consideration and priority in appointment will be given to veteran preference-eligible applicants (as described in Section 295.07, F.S.) throughout each step of the selection process.

The applicant claiming veterans' preference is responsible for providing required documentation that clearly shows dates of service, campaign awards or medals received, and character of discharge (DD-214 Member-4 or Service-2 copy) to support entitlement to preference.  This documentation may be provided at the time of application submission. Documentation can easily be provided to us electronically through this online application system (preferred), but can also be provided to us by email, fax, or USPS. However, in ALL cases, required documentation must be provided to us prior to the closing date of the vacancy announcement.

Applicants that meet the minimum job requirements and qualify for Veterans’ Preference who believe they have not been afforded employment preference in accordance with applicable Florida law, may file a written complaint requesting an investigation with the Florida Department of Veterans’ Affairs, Division of Benefits and Assistance, 9500 Bay Pines Blvd, Room 214, St. Petersburg, Florida 33708. The complaint must be filed within 60 calendar days from the date the applicant receives notice that s/he was not selected.  Prior to filing a complaint, however, it is the responsibility of the preference-eligible applicant to contact the employer at least one time after 45 days have passed from the final date for submitting an application or the interview date, whichever is later in time, if the applicant has not received notice of a hiring decision.

For more information on Veterans' Preference, please visit the Civil Service Board website by clicking here.

DRUG-FREE WORK PLACE: The employers of Hillsborough County have implemented a drug-free workplace and all offers of employment are conditioned on job applicants successfully passing a drug test.

RESPONSE/RECOVERY ACTIVITIES: Employees may be required to participate in response/recovery activities in response to a major emergency or natural disasters affecting County operations. In such situations, every effort will be made to maintain operations, but employees may be assigned to carry out response activities suited to their skills and capabilities.

HILLSBOROUGH COUNTY IS AN EQUAL OPPORTUNITY EMPLOYER

Hillsborough County provides equal employment opportunity to all persons, regardless of age, race, religion, color, national origin, sex, political affiliations, marital status, non-disqualifying physical or mental disability, age, sexual orientation, membership or non-membership in an employee organization, or on the basis of personal favoritism or other non-merit factors.

AMERICANS with DISABILITIES ACT (ADA):  Hillsborough County welcomes and encourages applications from persons with physical and mental disabilities, and will reasonably accommodate the needs of those persons in the application and testing process. The decision on granting reasonable accommodation requests will be on a case-by-case basis.

APPLICANTS RIGHTS UNDER FEDERAL EMPLOYMENT LAWS:  Family and Medical Leave Act (FMLA) Poster;  Equal Employment Opportunity (EEO) Poster; and Employee Polygraph Protection Act (EPPA) Poster.



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